IQOS is an innovative product that heats, instead of burning, a specially designed tobacco stick using a heating blade within a precisely controlled temperature range. This creates an aerosol (tobacco vapour) with tobacco taste but with no fire or ash. IQOS is an alternative for adult smokers who enjoy a true tobacco taste but want to avoid the unpleasant parts of cigarettes, like ash or smoke. This product is not for people who have stopped smoking or have never smoked. IQOS and HEETS tobacco sticks are not intended for minors. You can find more information under "Important information".

No. With electronic cigarettes, a fluid that contains nicotine is vapourised; tobacco sticks, on the other hand, contain true tobacco that is heated.

No. IQOS is not to be used to reduce tobacco use and will not help you to stop smoking. If you are concerned about the effects of smoking on your health, it is best if you do not consume any tobacco at all.

The IQOS holder and the IQOS pocket charger are safe electronic devices when they are used according to the instructions in the guide. More information can be found in the instructions manual. Both devices comply with EU requirements on the safety of electronic consumer and household electronics, as the "CE" mark on the packaging shows.

If your IQOS doesn't work, you can now use our online diagnostic tool here . In the case of a warranty claim, we will send you a replacement device within 1-3 days. Please note that your device must be registered for a free replacement. You can also find further tips in the support section, which may help to solve your issue.
Do you need more assistance? Please contact IQOS Care by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm. You can reach us using the contact form HERE. More contact options can be found in the support section. Your nearest IQOS Store will also be happy to help.

The IQOS is an electronic device that should be treated with the same care as a smartphone, for example. Protect your IQOS from water, direct sunlight, and heat. Do not leave your IQOS in hot places, such as the interior of a car, for long periods of time since this could damage or significantly impair the battery or electronics. Make sure that the holder is completely dry before you connect it to the pocket charger again. At low temperatures, you can prevent potential malfunction by briefly warming it in your hands.

The pocket charger must be charged with the provided IQOS adapter and USB cable. We recommend not using standard USB adapters, even if they can be connected, because other chargers do not have the same power output as the IQOS adapter. The IQOS may malfunction if charged with another USB adapter. This also voids the warranty.

After approx. 20 HEETS tobacco sticks, the pocket charger will automatically start the IQOS self-cleaning process. The heating blade inside the holder is heated to dissolve the tobacco residue. However, this does not replace manual cleaning, which must be performed on a regular basis in order to ensure optimal performance and uniform taste. After the self-cleaning, we recommend cleaning the device manually with the provided IQOS cleaner and cleaning sticks. Afterwards, the tobacco residue should always be knocked out of the holder.

The iqos.com Online Shop is for end consumers. Accordingly, order quantity is limited to two units. However, if you’d like to order more than two IQOS kits, then please submit multiple orders.

The IQOS 3 upgrade option offers the possibility to exchange your IQOS 2.4 Plus Kit for an IQOS 3 Kit in January 2019 following an additional payment of €20; or to acquire an IQOS 3 Kit for an additional payment of €50. This option is available to all new customers who purchase an IQOS 2.4 Plus Kit between 1 November and 31 December 2018 and also register for IQOS for the first time during that period in conjunction with consent to receive product marketing.

All new customers who register for IQOS for the first time between 1 November and 31 December 2018 and provide us with consent for receiving product marketing will automatically receive the IQOS 3 upgrade option. Those customers will receive an option in January 2019 to exchange their used IQOS 2.4 Plus for the new IQOS 3 for €20, or to acquire an additional IQOS 3 Kit for €50.

After completing first-time registration during the promotional period in conjunction with consent to receive product marketing, you’ll be notified via e-mail directly. If you have not yet received a confirmation e-mail, then please check your spam folder. For customers who register using a Yahoo e-mail address, there may be problems in receiving the e-mail. Please contact IQOS CARE and potentially register using another e-mail provider.

The registration process for an IQOS 3 upgrade option will be indicated by the respective sales channel accordingly. No special registration is needed for an IQOS 3 upgrade option; rather, general registration with the IQOS database in conjunction with consent to receive product marketing will be sufficient. The process may vary based on the sales channel. In the event of questions regarding registration, sales staff or IQOS CARE will be glad to assist.

In order to receive the IQOS 3 upgrade option, registration must be completed in full. That also includes consent to receive product advertising. This is the only way we’ll be able to contact you for the IQOS 3 upgrade option and send you the personal offer via e-mail in January 2019. If you haven’t received an e-mail confirming eligibility for an IQOS 3 upgrade yet, then it’s possible you haven’t issued consent to receive product marketing. Furthermore, the offer only applies for new customers who register in the period from 1 November to 31 December 2018. If you have any questions, please contact IQOS CARE.

If eligible, you’ll receive the option either to exchange your device or to acquire an additional IQOS 3 Kit in January 2019. You’ll be notified accordingly in a separate e-mail, which will also contain your access credentials for the promotional offer. Upon receiving your access credentials, you’ll have until 11:59pm on 28 February 2019 to redeem the option to exchange your used IQOS 2.4 Plus device for the new IQOS 3 following payment of an additional €20; or to acquire an IQOS 3 Kit for an additional €50.

After the promotional period has ended, you’ll receive an e-mail in January 2019 with access credentials for the promotional offer. If you decide to redeem the EXCHANGE & UPGRADE option, then you’ll be able to order the IQOS 3 Kit using your access credentials for an additional €20. The device will be sent to you after that. Once the promotional period has ended, we’ll send you an e-mail with a return label for the IQOS 2.4 Plus Kit, which you can then use to send the kit back to us free of charge. If you choose the UPGRADE & KEEP option, then you’ll receive the IQOS 3 Kit for an additional €50 and may keep the IQOS 2.4 Plus Kit.

IMPORTANT:
The offer is only redeemable by using your access credentials. If you have purchased an IQOS 3 Kit in the meantime, e.g. from an IQOS Store, that purchase cannot be applied to or offset from the promotional offer.

You are not obligated to redeem the IQOS 3 upgrade option. Rather, it is you who decides whether you would like to pay an additional €20 (EXCHANGE & UPGRADE option) or €50 (UPGRADE & KEEP option). Should you not be interested in an upgrade, you can simply ignore the e-mail with your access credentials to the promotional offer in January 2019.

The upgrade option can be redeemed by the end of February using the access credentials delivered to you via e-mail in January 2019. If you do not redeem the promotional offer during this period, then the option will expire at the end of 28 February 2019 at 11:59pm.

Unfortunately, you won’t be able to give your upgrade option to someone else because this is a personal offer. Moreover, by accepting the offer, you are confirming that you will return your used IQOS 2.4 Kit to us when redeeming the EXCHANGE & UPGRADE option. If you decide to pay the additional €50 (UPGRADE & KEEP option), then you’ll be able to keep the 2.4 Plus Kit as well as the new IQOS 3 Kit.

If you select the UPGRADE & KEEP option, then you’ll receive an IQOS 3 Kit to complement your IQOS 2.4 Plus for an additional €50. However, if you choose the EXCHANGE & UPGRADE option, then you’ll receive the IQOS 3 Kit for an additional €20 and will need to return the IQOS 2.4 Plus Kit to us by the end of the promotional period.

After you’ve chosen the option EXCHANGE & UPGRADE and ordered your IQOS 3 Kit, you’ll receive an e-mail with a return slip at the end of the promotional period in late February. Please return the IQOS 2.4 Plus Kit to us after receiving the corresponding message.

Unfortunately not. As the upgrade option is an exclusive offer, it cannot be combined with other vouchers.

No, IQOS does not create cigarette smoke, because it does not burn the tobacco. The device creates a tobacco vapour (aerosol) that you can see when using the IQOS. It primarily consists of water, nicotine, and glycerin.

IQOS is an innovative product that heats a specially designed tobacco stick using a heating blade within a precisely controlled temperature range. The tobacco is thus heated, not burned as it is in cigarettes.

No, you should not do that. IQOS is only designed for use with tobacco sticks.

Yes, that is normal since the tobacco stick is heated to a temperature of approximately 300 degrees Celsius by the holder.

Even though the IQOS is not a cigarette, you must follow the laws on protecting non-smokers.

Yes, you may take IQOS with you into the plane cabin. Using IQOS on planes is not permitted in most cases.

The battery level is easy to check by doing the following:

1. Briefly press the power button of the IQOS 3 pocket charger to check the battery level.

2. The battery level display will light up and the LEDS will show the battery level.

It takes about 120 minutes to fully charge the IQOS 3 pocket charger using an outlet. Only charge the IQOS 3 with the provided IQOS adapter and USB cable.

The IQOS 3 does not need to be fully charged to function properly. When the IQOS 3 pocket charger is fully charged, you can use the holder up to 20 times.

No, the new IQOS 3 pocket charger is not compatible with earlier versions. If you use the 2.4/2.4+ holder with the IQOS 3 pocket charger, the holder will not charge because the size is not the same. The IQOS 3 holder cannot be used in the 2.4/2.4+ pocket charger because the size is not the same.

You may use the IQOS adapter from previous versions. The USB cable of the IQOS 3 does, however, have a USB-C connector, which is not the same as previous versions.

Press the power button on the IQOS 3 pocket charger for 10 seconds and then release. The LEDS for the pocket charger battery level will light up slowly, flash twice, and light up slowly again to confirm that the system has been reset.

Yes, because your IQOS 3 is delivered in an uncharged state, you must charge it before the first use.

The holder vibrate function is activated in the following situations:

- it vibrates once when heating begins (as soon as you press the on/off button on the holder to begin heating)
- it vibrates twice as soon as your IQOS 3 is ready for use
- it vibrates twice when the tobacco is almost consumed (approx. 30 seconds before the end)

A white LED always means that the IQOS 3 is either charging, ready for use, or completely charged or reset. A red LED always means that there is a device malfunction. If this is the case, please reset your IQOS and try again.

Do you need more assistance? Please contact IQOS Care by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm. You can reach us by using the contact form HERE, and additional contact options can be found within the support section. Your nearest IQOS Store will also be happy to help.

A white LED always means that the IQOS 3 is either charging, ready for use, or completely charged or reset. A red flashing LED can appear in the following situations:

- The bottom LED on the pocket charger flashes: The devices is being used outside its recommended operating temperature (0°C to 50°C). -> Wait until the device has returned to within the permitted temperature range.

- LED display for holder status: Holder malfunction -> please reset your IQOS.

The IQOS 3 functions within a broad temperature range. However, HEETS tobacco sticks taste best when the system is operated at a temperature between 10℃ and 50℃.

The ProtectPlus system includes various technical improvements:

- robust outer case for improved durability
- side opening mechanism for even more reliability
- longer battery life
- newly design heating chamber in the holder for even more reliability

You can easily check the battery level by following these steps:

1. Briefly press the on/off button of the IQOS 3 Multi to check the battery level.

It takes about 75 minutes to fully charge the IQOS 3 Multi charger using an outlet. You should only charge the IQOS 3 Multi with the provided IQOS adapter and USB cable.

The IQOS 3 Multi does not to be fully charged to function properly. When the device is completely charged, you can use it up to 10 times before it must be recharged.

Resetting your IQOS 3 Multi is very easy: Press the button for 10 seconds and then release. The status LED flashes in order to confirm the reset.

Yes. Because your IQOS Multi is delivered in an uncharged state, you must charge it before the first use.

The holder vibrate function is activated in the following situations:

- it vibrates once when heating begins (as soon as you press the on/off button on the holder in order to start heating)
- it vibrates twice as soon as your IQOS 3 Multi is ready for use
- it vibrates twice when the tobacco is almost consumed (approx. 30 seconds before the end)

A white LED always means that the IQOS 3 Multi is either charging, ready for use, or completely charged or reset. A red LED always means that there is a device malfunction or the device is being used outside its recommended operating temperature (0°C to 50°C). If this is the case, please reset your IQOS and try again.

Do you need more assistance? Please contact IQOS Care by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm. You can reach us via contact form HERE. More contact options can be found within the support section . Your nearest IQOS Store will also be happy to help.

The IQOS 3 Multi functions within a broad temperature range. However, HEETS tobacco sticks taste best when the system is operated at a temperature between 0℃ and 50℃.

The battery level is easy to check by doing the following:

1. Press the power button of the pocket charger for 1 second.

It takes about 90 minutes to fully charge the IQOS 2.4 Plus pocket charger using an outlet. Charge the IQOS 2.4 Plus system only with the provided IQOS adapter and USB cable.

The IQOS does not to be fully charged to function properly. When the IQOS 2.4 Plus pocket charger is fully charged, you can use the holder up to 20 times.

Resetting your IQOS 2.4 Plus is very easy: To do so, press the Bluetooth and power button of the pocket charger at the same time and then release them. After this, all the LEDs should flash briefly.

Yes, because your IQOS 2.4 Plus is delivered in an uncharged state, you must charge it before the first use.

As soon as the on/off button of the holder is pressed for approx. 3 seconds, the holder vibrates, the LED begins to flash and the heating blade is heated. As soon as the LED stays lit, the tobacco stick can be consumed for approx. 6 minutes or 14 draws, whichever comes first. The holder vibrates and the LED flashes again as soon as the last 30 seconds or 2 draws of use have been reached. The holder will then turn off automatically and must be charged in the pocket charger for the next use.

A red flashing LED, or a constant red LED on your holder may indicate the following:

- The holder is not charged.

- The system is being used outside its recommended operating temperature (10°C to 40°C).

- You pressed the button on the holder while using.

- The holder is malfunctioning. To eliminate the issue, please try the following:

a. Make sure that the IQOS 2.4 Plus pocket charger is switched on and sufficiently charged.

b. Insert the holder into the pocket charger and wait until it is completely charged (up to 4 minutes).

c. Make sure that the electronic contact of your holder is clean.

d. If none of the above resolves your issue, reset your system

e. Do you need more assistance? Please contact IQOS CARE by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm.

You can reach us using the contact form HERE and additional contact options can be found in the support section . Your nearest IQOS Store will also be happy to help.

a. The holder LED display on the IQOS 2.4 Plus pocket charger is indicating a holder malfunction. A slowly pulsing red LED during charging means that the holder battery has reached the end of its product life.

b. The bottom LED of the charging display on the pocket charger is indicating that there is a pocket charger malfunction or the system is being used outside the recommended operating temperature (10°C to 40 °C). If this is the case, please reset your IQOS and make sure that it is within the optimal temperature range.

Do you need more assistance? Please contact IQOS CARE by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm. You can reach us using the contact form HERE and additional contact options can be found in the support section. Your nearest IQOS Store will also be happy to help.

The IQOS 2.4 Plus functions within a broad temperature range. However, HEETS tobacco sticks taste best when the system is operated at a temperature between 10℃ and 40℃.

The battery level is easy to check by doing the following:

1. Press the power button of the pocket charger for 1 second

It takes about 90 minutes to fully charge the IQOS 2.4 pocket charger using an outlet. Charge the IQOS 2.4 system only with the provided IQOS adapter and USB cable.

The IQOS 2.4 pocket charger does not to be fully charged to work properly. When the pocket charger is fully charged, you can use the holder up to 20 times.

Press the self-cleaning button and the power button of the pocket charger at the same time for 3 seconds until all the LEDS flash briefly.

Yes, because your IQOS 2.4 is delivered in an uncharged state, you must charge it before the first use.

A red flashing LED, or a constant red LED on your holder may indicate the following:

- The holder is not charged.

- The system is being used outside its recommended operating temperature (10°C to 40°C).

- You pressed the on/off button on the holder while using.

- The holder is malfunctioning. To eliminate the issue, please try the following:

a. Make sure that the pocket charger is switched on and sufficiently charged.

b. Insert the holder into the pocket charger and wait until it is completely charged (up to 5 minutes).

c. Make sure that the electronic contact of your holder is clean.

d. If none of the above resolves your issue, reset your system.

e. Do you need more assistance? Please contact IQOS Care by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm.

You can reach us using the contact form HERE and additional contact options can be found in the support section . Your nearest IQOS Store will also be happy to help.

A red flashing LED, or a constant red LED, always means that there is a device malfunction or the device is being used outside its recommended operating temperature (10°C to 40°C). If this is the case, please reset your IQOS.

Do you need more assistance? Please contact IQOS Care by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm. You can reach us using the contact form HERE and additional contact options can be found in the support section. Your nearest IQOS Store will also be happy to help.

The IQOS 2.4 functions within a broad temperature range. However, HEETS tobacco sticks taste best when the system is operated at a temperature between 10℃ and 40℃.

IQOS was designed in such a way that a HEET tobacco stick is heated for approximately the same time and the same number of draws as a cigarette, but without burning the tobacco. A HEET tobacco stick should last for about 14 draws or 6 minutes, whichever comes first.

HEETS tobacco sticks were specially developed for use with IQOS and contain compressed tobacco that is only heated and not burned. The duration of the average smoking experience is similar to that of a cigarette.

The flavour of IQOS is different than a cigarette because the tobacco is heated, not burned. The true flavour of the tobacco is released by heating the tobacco. HEETS tobacco sticks consist of a specially chosen tobacco mixture that matches the expectations of adult smokers with respect to taste and pleasure as much as possible.

Yes, HEETS tobacco sticks contain nicotine, which is addictive. Nicotine is a natural part of the tobacco plant and is released in the vapour created when using the IQOS.

The tobacco stick consists of three parts: The first component is high-quality compressed tobacco. The tobacco is surrounded with aluminum foil. The second component is a wood cylinder that channels the smoke flow. The third component of the tobacco stick is the biodegradable polymer filter. It is made of sugar sticks or starch, is specially designed for the tobacco sticks, and cools the tobacco vapour to a suitable temperature. More information on the ingredients of IQOS and HEETS can be found HERE.

If you have trouble inserting the HEET tobacco stick, check to see if any tobacco from a previously used tobacco stick is stuck in the end cap. In this case, remove the tobacco residue using the IQOS cleaner or IQOS cleaning tool. Please make sure not to apply too much pressure to the heating blade inside the holder when cleaning with the cleaner or cleaning tool, the cleaning sticks or cleaning hook, since the blade may become damaged if exposed to too much stress.

No, HEETS tobacco sticks cannot and may not be ignited with a match or lighter under any circumstances. Tobacco sticks should only be used with the holder. Cigarettes cannot be used with the holder.

Because tobacco is not burned with HEETS tobacco sticks, but rather is only heated, there is no ash and the tobacco stick retains its original length.

No, the IQOS holder was exclusively developed for use with patented HEETS tobacco sticks. Cigarettes cannot be used in the IQOS holder.

The paper around the tobacco in HEETS tobacco sticks does not burn, but it is normal for its colour to change for for the paper to become damp when the tobacco is heated.

No, partially consumed HEETS tobacco sticks should not be reused since they will no longer provide the optimal flavour.

HEETS tobacco sticks remain in a continuous heating mode until the end of use, which lasts approximately six minutes. You may draw on the tobacco stick at any point during this time. After the heating mode finishes, the holder is switched off automatically. Remove the tobacco stick and dispose of it.

Tobacco sticks are available in the following variants: HEETS Bronze Label, HEETS Red Label, HEETS Amber Label, HEETS Yellow Label and HEETS Turquoise Label. The Bronze Label variant is an intense and harmonious tobacco mixture, the Red Label is powerful and characteristic, the Amber Label is fine and distinctive, and the Yellow Label is harmoniously mild. HEETS Turquoise Label combine the zesty taste of tobacco with menthol.

HEETS tobacco sticks can be purchased in many countries throughout the world. The countries in which HEETS tobacco sticks can be purchased are listed below:

Europe: Bulgaria, Denmark, France, Greece, Great Britain, Italy, Croatia, Latvia, Lithuania, Monaco, The Netherlands, Poland, Portugal, Romania, Switzerland, Slovenia, Spain, Cyprus
Eastern Europe: Armenia, Kazakhstan, Russia, Serbia, Ukraine
East Asia and Australia: Japan, New Zealand, South Korea
Middle East and Africa: Israel, Réunion, Northern Cyprus, Palestine, South Africa
Latin America and Canada: Curaçao, Dominican Republic, Guatemala, Canada, Columbia

Further information can be found in the STORE FINDER.

When ordering tobacco products by mail, your age must be verified during purchase and when shipping the products in order to ensure that the goods are only purchased by and delivered to people who are 18 years and older. Age verification is therefore carried out by SCHUFA Holding AG during online registration. In addition, the delivery agent ensures the age of the recipient when shipping. Important: Your information must therefore be correct and complete.

If you no longer know your password, you can change it easily under my IQOS. Click on "Forgot your password?" and enter the email address you used to create your IQOS.com account. We will send you a link via email that you can use to reset your password.

In MY IQOS, you will find the device number of your IQOS device, and you can register new devices. You can also view your orders and the status of your current order. You can also edit your profile.

Unfortunately, the delivery address cannot be changed retroactively after an order has been completed. However, you can change your address in your profile at any time.

Several error messages may appear during registration. First, we would recommend checking the information you entered, in particular your current registered address for typos.

Because your age is verified by SCHUFA Holding AG, problems may arise during identification in isolated cases (for example, if SCHUFA Holding AG has no information about you). For a faster registration process, you can also have your age and information verified at a post office. Please contact IQOS CARE by phone at 0800 – 1114 767.

The registration offer applies only once for new customers (initial registration to the IQOS database). IMPORTANT: Your information must be correct and complete.

Each new customer who fully registers and purchases an IQOS kit will receive the special registration offer. Should you have purchased your IQOS kit on IQOS.com and registered via the site, then you’ll have to confirm your registration first. To do so, follow the instructions in the confirmation e-mail. As soon as the IQOS kit has been sent, you’ll receive an e-mail with a personal link to redeem your free special registration offer. However, if you haven’t received an e-mail yet, then visit our site iqosplus.de to request your coupon code separately. To do so, please click on “Ich habe bei iqos.com gekauft” and enter your information.

If you haven’t received the confirmation e-mail yet, then please check your spam folder and also whether you entered the correct e-mail address for your account. However, if you have not received an e-mail yet, then visit our site iqosplus.de to request your coupon code separately. To do so, please click on “Ich habe bei iqos.com gekauft” and enter your information.

After registering, you’ll receive an e-mail with a link that will take you directly to coupon redemption. In the next step, you’ll select the HEETS tobacco sticks of your choosing, review the delivery address, and then click “Weiter”.

Unfortunately, it is not possible to retroactively extend the period of validity.

Yes, you can test the IQOS with a non-binding, 30 day money back guarantee HERE.

For more information, please refer to IQOS CARE: Telephone: 0800 – 1114 767, available free of charge daily from 9am to 9pm.
Via the contact form here.
More communication options can be found in the support section.

You can refer to our international support in all countries where IQOS is available when replacing your defective device under warranty. Simply contact our international hotline by phone at +800 2559 2559. If the international hotline is not available, you can also contact us via phone at +41215478888. There is a fee for this line.
Please note that your device must be registered in order to replace it at no charge. If this is not the case, you can register your device in your customer account. At www.shopfinden.com, you can find all the locations where HEETS tobacco sticks are sold in your country of travel.

When abroad, you can contact us via phone at +800 2559 2559 between 9am and 9pm, German time: If the international hotline is not available, you can also contact us by phone at +41215478888. There is a fee for this line. You can also reach us via our Live Chat on iqos.com, daily from 9am to 8pm.

At www.shopfinden.com, you can find all the locations where HEETS tobacco sticks are sold in your country of travel.

IQOS may be used outside of Germany according to the local provisions for tobacco products. Whether or not you are allowed to import HEETS tobacco sticks can vary from country to country. When traveling abroad, you should make yourself aware of the local import regulations. Please verify the quantity you may import into your country destination before departing. The exact regulations can be found on the embassy website of your travel destination.

Your orders are always shipped at no charge.

Delivery takes approx. 1-3 business days.

Yes. After you have submitted your order, we will send you a delivery confirmation with the tracking number and a link to track your delivery.

Unfortunately, it is not possible to deliver to Packstations because of youth protection legislation.

We can only deliver within Germany; unfortunately, delivery abroad is not possible.

Because of the high demand, longer delivery times of up to a week can arise during promotions. Alternatively, you can track your shipment using the tracking number given in the delivery confirmation. Please note that in certain situations, it can take several days after sending the shipment information until the package is sent out.

Unfortunately, no. You must pick up the package yourself because your identity will be verified when you pick it up at the post office.

The express delivery for a replacement is currently available in Munich, Ingolstadt, Frankfurt am Main, Cologne, Essen, Düsseldorf, Hamburg, Berlin and Dresden.

If you are having troubles with your device, you can now use our online diagnostic tool here . In the case of a warranty claim, we will send you a replacement device within 1-3 days. Please note that your device must be registered for a free replacement. You can also find further tips in the support section, which may help to solve your issue.
If you require additional assistance, please contact IQOS CARE by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm.
You can reach us by using the contact form here. More contact options can be found in the support section. Your nearest IQOS Store will also be happy to help.

If the package is refused, you are responsible for the direct costs of the return delivery. This does not apply if you use the return delivery sticker provided by Phillip Morris for the return; you can request it using the free telephone hotline at 0800 – 1114 767. In this case, Phillip Morris bears the costs of the return delivery. The costs of sending the package (except for the additional costs that result from choosing a different delivery method than the cheapest standard delivery we offer) will be reimbursed by Philip Morris in the event of a cancellation. In the event that the delivered goods are returned because of a product defect, Phillip Morris will bear the outward and return costs for the shipment.

You may pay with a Mastercard or Visa credit card, with an instant transfer, or with PayPal. In the event that you purchase our products during special sales promotions through our call centre, we offer the option of purchasing on account. This means that you receive an invoice from us, and after receiving this invoice, you have a maximum of 30 days to settle the account. All payments must be made exclusively to the bank on the account disclosed to you in order to discharge the debt.

Your credit card information is encrypted via the SSL security standard.

If you opt to pay via PayPal, you will be forwarded directly to PayPal at the end of the ordering process. If you are already a PayPal customer, you can log in there with your user information to carry out the payment.

If you are new to PayPal, you can log in as a guest or create a PayPal account and then confirm the payment. The payment normally comes to us within a few minutes and your order will be processed immediately.

If you send your item back, the refund will be applied to the PayPal, credit card, or bank account you used.

To redeem your voucher code, you must be registered and logged in to IQOS.com. You can redeem your voucher in the shopping cart during the first step of ordering. To do so, enter the voucher code in the "Redeem voucher code" field. The purchase amount will then be reduced by the value of the voucher. Then confirm using the "Continue to payment" button. Please note that vouchers cannot be combined.

Do you want to delete a voucher that has already been entered? Then click on the "X" in the price listing. Vouchers are normally only valid for a limited time and can only be used for a product in the shopping cart. If you have any questions, simply contact IQOS CARE by phone at 0800 – 1114 767.

There may be several reasons for an error message. To redeem your IQOS voucher code, you must be registered and logged in to IQOS.com. The voucher code can only be used for one product (everything except for HEETS tobacco sticks and limited edition products like kits and holders). If the product price is lower than €15, the code loses its value after being redeemed. This means the code expires after being redeemed and cannot be used again. If you continue to have trouble resolving your issue, please contact IQOS CARE by phone at 0800 – 1114 767.

Yes. You may redeem an additional code (for example, your friend code) in your shopping cart during a promotion.

Once you have recruited a friend with your personal IQOS Friends Code, this friend must register to our IQOS database. If this friend then enters and confirms the code when purchasing an IQOS kit, you will receive a €15 voucher code to be redeemed at IQOS.com within 48 hours. * adult smokers only

Unfortunately, it is not possible to retroactively assign an IQOS Friends Code.

The remaining amount expires when the shopping cart amount is lower than €15. Unfortunately, repeated use of the code or cash payment of the remaining amount is not possible.

HEETS tobacco sticks and limited edition products (kits, holders) are excluded from this promotion.

The validity of your code is given in the email in which you received your code. Please note that this voucher code can only be used once and that the validity period of the code is limited and cannot be extended.

Please note the coupon code can only be used one time and is valid for a certain period of time. The period of validity cannot be extended.